A new section of each course starts monthly. If enrolling in a series of two or
more courses, please be sure to space the start date for each course at least two
months apart.
All courses run for six weeks, with a two-week grace period at the end. Two lessons
are released each week for the six-week duration of the course. You do not have
to be present when lessons are released. You will have access to all lessons until
the course ends. However, the interactive discussion area that accompanies each
lesson will automatically close two weeks after the lesson is released. As such,
we strongly recommend that you complete each lesson within two weeks of its release.
The final exam will be released on the same day as the last lesson. Once the final
exam has been released, you will have two weeks to complete all of your course work,
including the final exam.
Week One
Wednesday - Lesson 01
Do you know what winning customer service looks like? If you're like most of us, you know it when you see it, but you may not be able to replicate it easily within your organization. Well, that will soon change as you learn what it takes to provide the best service the first time.
Friday - Lesson 02
Customers are complex and multidimensional. But the success of your organization depends on how well you understand what customers want and meet their needs. So let's get to work finding out who your customers are and how you can serve them best.
Week Two
Wednesday - Lesson 03
If you've ever handled a customer complaint, you know how expectations play a large role in ultimate customer satisfaction. Learn what motivates customers and the best way to appeal to them the right way, the first time.
Friday - Lesson 04
A lot of organizations still have the so what mentality when it comes to superb customer service. But you won't be one of them, will you? There are a lot of benefits to ramping up your customer service, the least of which is making your current customers happy. Discover the secrets today.
Week Three
Wednesday - Lesson 05
If you're like a lot of people, you've probably noticed that in some places, on some days, customer service seems to be a laughable misnomer. Ironically, the better our service, the greater our collective expectations for high quality follow-through and innovation. Learn about the decline and revival of customer service and see what you can do to capitalize on consumer expectations.
Friday - Lesson 06
Customers are happy when they get the right combination of product, price, and information. When you make the product available at the right time and place, you have a winning marketing mix—also known as the 4P's (product, price, place, and promotion). Today, you'll see how you can help your organization grow by harnessing the power of the P.
Week Four
Wednesday - Lesson 07
You may know already which of your reps are top performers, and which of them are lackluster. But do you know how to cultivate the best qualities in every rep on your team? You will after reading this lesson! Unlock the secrets to dangerously efficient and friendly customer service today.
Friday - Lesson 08
It's great to know how to cultivate better service and how to pick the right team members, but it's also important to know how you measure the customer service you already provide every day. Join us for a simplified, user-friendly tour of the measurements and math behind your customer service counter.
Week Five
Wednesday - Lesson 09
Your success in satisfying customers largely depends on the level of your communication skills. So in this lesson, we'll discuss the importance of clear and direct communication. Plus, you'll find out how to solve communication problems, especially the ones that happen all the time when you're doing business over the phone.
Friday - Lesson 10
Today, you'll learn how to revive a troubled customer service program, deal with upset customers, and use technology to simplify your job duties. We'll also go over the steps to take when you face a difficult customer and review the use of call centers, e-mail, and the Internet.
Week Six
Wednesday - Lesson 11
Your team of customer service personnel could probably stand a little more training and a lot more encouragement. Luckily, you'll soon know how to take your employees to the next level with motivation strategies that really work.
Friday - Lesson 12
As we close our course, it's important to reflect once again on how vital our customer service reps are to the company. Learn the best ways to reward and motivate them to treat their jobs as careers, and their customers as friends. As we all know, you only have one chance to make a first impression, and you don't want to waste it being busy or rude!